Callminer

MAY 18, 2022

Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your customer experience today.

Customer Experience 345

Customer Experience CX 345

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.

Social Media 316

Social Media CX Contact Center Customer Service 316

Adrian Swinscoe

MAY 17, 2022

This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […]. The post The biggest digital transformation trends in 2022 and beyond first appeared on Adrian Swinscoe.

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Intercom, Inc.

MAY 25, 2022

We’re serious about delivering the best customer experience with our Engagement OS. We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world. This ambition is reflected in the way we design and build the infrastructure that supports the Intercom platform. We are building for the long term – that means ensuring reliability by default, and the ability to accommodate massive scale as we grow. .

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Engineering Technology Technology Customer Experience 252

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Futurelab

MAY 2, 2022

In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers Tags: Annette Franz (Gleneicki) acquisition customer experience customer retention marketing Facebook Like.

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Customer Retention Customer Experience 246

Inside Customer Service

MAY 12, 2022

Imagine you wanted to meet a friend for coffee. Your friend suggests a place they think you'll like that's located in a nearby neighborhood. You've never been there before and don't know the address. How would you get there? There are several ways you could find it: Plug the name of the coffee shop into your maps app. Look up the coffee shop's address and plug that into the maps app.

Customer Retention 147

Customer Retention Start-ups Customer Service 147

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.

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Contact Center Management Consulting Gaming Innovation 148

Adrian Swinscoe

MAY 26, 2022

This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […]. The post Discovering customer experience in the banking industry first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

Intercom, Inc.

MAY 16, 2022

Design and collaboration go hand-in-hand. When we want to discuss problems, imagine new ideas, and brainstorm solutions, it’s best to bring people together – whether in person or virtually. Collaboration comes in many flavors, from small informal working sessions and group critiques to full-blown workshops. But beware: just bringing people together doesn’t automatically guarantee creative outputs and ideas.

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Start-ups Gaming Technology Technology 245

Heart of the Customer

MAY 6, 2022

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […]. The post How to Measure CX Impact appeared first on Heart of the Customer.

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Net Promoter Score CX Customer Journey Map NPS 148

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Inside Customer Service

MAY 19, 2022

It started as a typical, busy Wednesday. Then a miracle happened. A half-day event got cancelled. Another meeting was rescheduled for a different day. My calendar was suddenly wide-open. It was tempting to fill that found time with more work. I took my dog to the beach instead. We had a lot of fun. I was present, and didn't look at my phone, except to take a picture of my dog, Dublin, enjoying herself.

Social Media 130

Social Media Start-ups Customer Service 130

Callminer

MAY 25, 2022

Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog.

Contact Center 182

Contact Center 182

Customer Service Life

MAY 16, 2022

Meet Mouse, our corn snake. I’ve never really considered myself a “reptile person.” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump clear out of my shoes in complete fright. It was Christmas of 2020 when my son made us a reptile family by welcoming a corn snake named “Mouse” into our home.

Start-ups 122

Start-ups Engineering Customer Feedback Customer Experience 122

Adrian Swinscoe

MAY 9, 2022

This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […]. The post Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres first appeared on Adrian Swinscoe.

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Omnichannel 246

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Intercom, Inc.

MAY 13, 2022

A customer journey can be defined as the interactions a customer has with your brand from the very first time they engage with you to the point of purchase. It’s another way of saying the customer lifecycle, or the steps your customers take from the time they first become aware of your brand to the point at which they become your brand’s biggest advocate. .

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Customer Journey Map Touchpoint Social Media Sales 223

The DiJulius Group

MAY 17, 2022

For a truly great organization, a leader’s first priority needs to be helping people lead great lives…we need to be the type of company that helps employees be their best selves and have a chance at building meaningful and constructive lives. If you want to build a world-class employee experience culture, make sure you don’t. Read Full Article.

Construction 132

Construction 132

Inside Customer Service

MAY 5, 2022

Today's customers are increasingly unhappy. The American Customer Satisfaction Index has steadily declined for the past four years. By the end of 2021, it had reached its lowest point since 2005. What's causing the decline? A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. Over 1,500 consumers across the United States were asked about their experiences with companies.

Customer Experience 130

Customer Experience Transportation Sales Customer Satisfaction 130

Callminer

MAY 30, 2022

Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications.

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Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Steven Van Belleghem

MAY 9, 2022

And that’s where the Web3 phenomenon comes in. What I believe that it might accelerate, is that companies simply won’t have any other choice but to create extra value (on top of product or service) because it will trigger a huge shift in the power relation between the brand and the consumer. And the reason is data, which used to lie in the hands of companies, but will be granted back to the user with Web3: the customer will be able to choose if brands use their data.

Government 130

Government Customer Loyalty Customer Expectations 130

Adrian Swinscoe

MAY 30, 2022

Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […]. The post Little personal touches can make all the difference – Interview with Jawad Malik of Idrese first appeared on Adrian Swinscoe.

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Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. . Unlike “first call resolution”, a similar metric, first contact resolution examines your success across all channels, not just phone.

Net Promoter Score 210

Net Promoter Score Customer Satisfaction Customer Service 210

The DiJulius Group

MAY 30, 2022

You know you have a good business problem on your hands when, due to the demand for your services is so huge, the cities you operate are trying to declare a public nuisance because of traffic backups. As is the case happening for multiple cities where Chick-fil-A operates in. After all these years, Chick-fil-A restaurants. Read Full Article. The post Why Chick-fil-A is one of the Most Loved Brands appeared first on The DiJulius Group.

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing. A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth.

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Customer Experience Artificial Intelligence CXM E-commerce 110

Callminer

MAY 4, 2022

Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organizational goals. Read more in this blog.

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Kate Nasser

MAY 22, 2022

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.

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CX Customer Experience Sales Customer Service 126

Adrian Swinscoe

MAY 23, 2022

Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think […]. The post Why you shouldn’t always build for the ‘happy path’ – Interview with Sam Richardson of Twilio first appeared on Adrian Swinscoe.

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Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

Customer Experience

Intercom, Inc.

MAY 5, 2022

Principles are a way of encoding successes, allowing teams to repeat behaviors that lead to positive outcomes and avoid behaviors that lead to mistakes. Over the last ten years, we’ve developed, refined, and iterated on our principles to ensure they each represent an important part of the way we work, collaborate, and build product. We’ve recently kicked off a blog series exploring these principles, written by the people that know them best – our R&D team.

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The DiJulius Group

MAY 10, 2022

One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time. The secret to what makes these top brands Zero. Read Full Article. The post Be a Zero Risk Company with a Great Customer Loyalty Strategy: Screw Up First appeared first on The DiJulius Group.

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Customer Loyalty Customer Service Customer Experience Customer Satisfaction 124

Steven Van Belleghem

MAY 29, 2022

Be obsessed with convenience. Always try to figure out how your company can help save your customers’ time, which is probably the most important resource in their life. This concept is what made the tech giants big and it can help commodity businesses offer their customers convenience in ways that make them stand out from other companies. Offering a subscription model so that customers don’t need to think about when they will run out of essential but otherwise unremarkable products, would be a n

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CX Non-Profits Social Media Pharmaceutical 120

Callminer

MAY 15, 2022

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report.

Customer Experience 182

Customer Experience 182

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Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.